Customer Success Engineer

Hightouch; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Hightouch in London is seeking a Customer Success Engineer to help users realize value from the platform, answering questions via Intercom, Slack, phone, or email. The role blends reading API docs with practical SaaS tooling knowledge and a customer‑first mindset.

You’ll collaborate across Solutions Architects, Engineering, Marketing, and Operations, stay curious, own tasks, and drive smooth, scalable customer experiences while learning and teaching others.

Qualifications

• 2+ years in a customer-facing role.
• Technical background through experience or education.
• Conversant in SQL or willing to learn basics.
• Strong discovery and interpersonal skills.
• English reading, writing and speaking proficiency.
• French or German is a bonus.
• Able to adapt to changing work environment.
• Understanding of the technology industry.

Responsibilities

• Answer questions via Intercom, Slack, phone or email.
• Read API documentation and understand SaaS tool integrations.
• Collaborate across org with Solutions Architects, Engineers, Marketing and Operations.
• Drive exceptional, scalable customer experiences and learn continually.

Skills

Customer-facing

Technical background

SQL basics

Discovery skills

Interpersonal skills

English fluency

Ambition & humility

Adaptability

Job description

About The Role

The Customer Success Engineering role is demanding and requires strong organizational skills and an ability to multitask. You’ll work directly with all users to ensure they can get the most value from the platform. This may include answering questions in Intercom, Slack, on the phone, or through email. The nature of the work is technical and requires an understanding of how to read API documentation, how the standard suite of SaaS tools work (e.g. CRMs, ESPs, ERPs, etc...), and the basic building blocks of customers use data.

About The Role

The Customer Success Engineering role is demanding and requires strong organizational skills and an ability to multitask. You’ll work directly with all users to ensure they can get the most value from the platform. This may include answering questions in Intercom, Slack, on the phone, or through email. The nature of the work is technical and requires an understanding of how to read API documentation, how the standard suite of SaaS tools work (e.g. CRMs, ESPs, ERPs, etc...), and the basic building blocks of customers use data. The Customer Success Engineering role is also designed to provide broad exposure across the organization, including tight collaboration with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations. The role is perfect for strong team players that want to have impact across the company and with our customers.

What You’ll Do

The ideal candidate is hungry to learn, excited to cross-functionally collaborate, driven to deliver optimal customer experiences, and is excited to learn from and teach others. Hightouch is still a startup, which translates to pitching in across the organization and wearing many hats as we grow. You will be excited for an opportunity that allows you to be an important member of an exceptional company, be willing to ask questions when you’re unsure, and take initiative when you’re passionate about a topic/solution/process. Finally, you’ll need to be a self-starter, comfortable with ambiguity, willing to challenge the status quo, and a strong team player. Everyone at Hightouch plays an important role in our growth and this position is at the forefront of our efforts to drive an exception for every user. We’re of the firm belief that keeping customers promises is how we’ll win and we’re excited for this role to play an integral part of the customer journey.

What We’re Looking For

• 2+ years in a customer-facing role
• Technical background either through experience or education
• Conversant in SQL or willing to learn the basics and a few more advanced topics
• Strong discovery and interpersonal skills
• Intellectual curiosity, high ambition, and humility
• High proficiency in reading, writing, and speaking English
• Fluency in French or German an added bonus
• Ability to adapt to an ever-changing work environment
• Thorough understanding of the technology industry and its players
• Participate in an on-call rotation to provide timely support and ensure continuity for customer needs and critical issues, as required